Everyone in Your Company is a Brand Ambassador

Hello, I’m Marianne Tenenbaum, Branding Strategist, for Once a Day Marketing™. Today we are discussing how integral your staff is to providing a great customer experience.

Part of a strong branding is ensuring that your customers have a great experience. Many businesses underestimate how critical staff is to delivering that outstanding customer experience.

Every employee of your company is a Brand Ambassador. It is a common misconception that only the external sales force or people working directly with customers are the ones impacting the brand. The reality is that everyone in your company is a reflection of your brand.

In addition to being neat, knowledgeable and friendly, ensure your team understands that they are part of the brand and any behavior a customer can observe is a direct reflection on the brand. This includes smoking in front of your establishment, loud/disruptive behavior, personal conversations, conducting non-work business and even unprofessional activities when they are not working if they can be associated with your business.

To reduce the impact of staff “off-duty” demeanor on customers, make sure there is a smoking area and break room available where your team can be out of sight of customers. Instruct your staff that as long as they are wearing the business logo, driving the company truck or can otherwise be linked with the brand they should be on their best behavior.

Informal and formal brand ambassador training for your staff will enhance the person to person interactions throughout your organization and create a better experience for your customers, thereby elevating the overall stature of your brand in the marketplace.

Once a Day Marketing™ inspires clients to brand bold. Visit our website at www.onceadaymarketing.com. Contact Marianne Tenenbaum at (505) 699-7849 or email mten@onceadaymarketing.com. Listen to Ask Those Branding Guys™ every Monday at 11:00am (MDT) streaming live on SantaFe.com KVSF 101.5 FM.

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Filed in: 7Ps of Marketing • Knowledge • People • Process • Strategy • Tactics
Tagged with: 7Ps of Marketing • brand ambassador • Marianne Tenebaum • once a day marketing